Systems and methods for take-out order analytics

ABSTRACT

Systems and methods for take-out order management and analysis. In an embodiment, for each of a plurality of restaurants, an interactive menu associated with the restaurant is provided to a plurality of users, a plurality of orders are received from the plurality of users, and the plurality of orders are sent to the restaurant. Order information related to the plurality of orders and the plurality of users is stored in at least one database, and analyzed.

RELATED APPLICATIONS INFORMATION

This application claims priority under 35 U.S.C. 119(e) to U.S.Provisional Patent Application No. 61/484,638, filed May 10, 2011, andentitled “Systems and Methods for Managing Take Out Orders,” which isincorporated herein by reference in its entirety as if set forth infull.

FIELD OF THE INVENTION

The systems and methods disclosed herein relate generally to take-outordering management, and particularly, to systems and methods forimproved management and profitability of take-out ordering.

BACKGROUND

Conventionally, if someone wishes to place a take-out order at arestaurant, that person can call the restaurant, place the order with anemployee stationed inside the restaurant, and drive and pick up theorder once it is ready. Take-out ordering represents a large portion ofthe restaurant industry in terms of dollars. For example, in 2010, therestaurant industry did approximately six-hundred (600) billion dollarsin revenue, of which twelve percent (12%), or roughly seventy-two (72)billion dollars was from take-out ordering. Moreover, there was a tenpercent (10%) growth in this segment in 2010. Accordingly, take-outordering represents a significant and important component of the overallrestaurant industry.

Unfortunately, this segment is typically managed in such a way as toactually diminish the potential revenue gains that can be achieved. Forexample, most restaurants do not have a dedicated system or staff forhandling take-out orders. As a result, whichever employee is handling acustomer's call is likely being distracted from his or her normal job.Moreover, the restaurant can often be busy, noisy, etc., which hinderscommunication of the take-out order between the customer and restaurantemployee. Furthermore, the configuration and capabilities of the orderentry and telephony technology within a restaurant are typically not upto standard for order-taking activities. This can result in a difficultor unsatisfying ordering experience, incorrect orders, long hold times,dropped calls, and the like. In fact, ninety percent (90%) of alltake-out orders arrive incorrectly. This can result in unhappy and evenlost customers. Moreover, the employee is must less likely to try andup-sell the customer, further reducing the potential revenue andprofitability of the take-out segment.

SUMMARY

Accordingly, systems and methods are disclosed to facilitate and improvethe take-out ordering process, and for analyzing order information forimproving customers' experiences. In an embodiment, a system fortake-out order management and analysis is disclosed. The systemcomprises at least one executable software module that, when executed byat least one hardware processor, for each of a plurality of restaurants,provides an interactive menu associated with the restaurant to aplurality of users, receives a plurality of orders from the plurality ofusers, and sends the plurality of orders to the restaurant, stores orderinformation related to the plurality of orders and the plurality ofusers in at least one database, and analyzes the order information.

In another embodiment, a method for take-out order management andanalysis is disclosed. The method comprises, for each of a plurality ofrestaurants, providing an interactive menu associated with therestaurant to a plurality of users, receiving a plurality of orders fromthe plurality of users, and sending the plurality of orders to therestaurant, storing order information related to the plurality of ordersand the plurality of users in at least one database, and analyzing theorder information.

BRIEF DESCRIPTION OF THE DRAWINGS

The details of the present invention, both as to its structure andoperation, may be gleaned in part by study of the accompanying drawings,in which like reference numerals refer to like parts, and in which:

FIG. 1 illustrates an example process flow for managing a take-out orderprocess, according to an embodiment;

FIG. 2 illustrates an example take-out order management system,according to an embodiment;

FIG. 3 illustrates example modules of an order management authority,according to an embodiment;

FIG. 4 illustrates an example user interface for managing corporateprofiles, according to an embodiment;

FIG. 5 illustrates an example user interface for administration of rolesand permissions of an order management authority, according to anembodiment;

FIG. 6 illustrates an example user interface for managing orders,according to an embodiment;

FIGS. 7-12 illustrates example user interfaces for managing a restaurantprofile, according to an embodiment;

FIGS. 13-19 illustrate example user interfaces for completing arestaurant order, according to an embodiment;

FIG. 20 illustrates a process for managing a take-out menu, according toan embodiment;

FIGS. 21A-21D illustrate example user interfaces for managing a take-outmenu, according to an embodiment;

FIG. 22 illustrates an example process for completing a restaurantorder, according to an embodiment;

FIGS. 23A-23D illustrate example user interfaces for generating a grouporder, according to an embodiment;

FIGS. 24A-24C illustrate example user interfaces for joining a grouporder, according to an embodiment; and

FIG. 25 illustrates an example device which can be used to implement themodules or functions disclosed herein, according to an embodiment.

DETAILED DESCRIPTION

It should be understood that the embodiments described herein are by wayof example only, and are not intended to limit the embodiments orimplementations of any aspect of the invention, including architecturesand process flows.

FIG. 1 is a diagram illustrating an example process flow that can usedto manage a take-out order process, according to an embodiment. Asillustrated, a customer 102 can call a call center 106 using a phoneorder process 104. The customer 102 may dial a number associated with aparticular restaurant (e.g., a local restaurant), and the call may beseamlessly routed to call center 106. The customer 102 may not even knowthat his or her call has been routed. In an alternative embodiment, thecustomer 102 may call the call center 106 directly.

A customer service representative (CSR) at call center 106 will receivethe call from customer 102, and process the customer's order using, orwith the assistance of, an order management module 108. The ordermanagement module 108 may be a software application residing on acomputer system that is either local to the CSR (e.g., desktop orworkstation) or remote from the CSR. In an embodiment, the ordermanagement module 108 may be remote from the call center 106 as well. Insuch an embodiment, order management module 108 may reside on a remoteserver, and be accessed by the CSR via at least one network usingsoftware on a desktop, workstation, or other computing device that islocal to the CSR. For example, the remote server may comprise a webserver which serves a user interface (e.g., web pages in HypertextMarkup Language (HTML)) to the CSR over a network (e.g., the Internet)via a standard web browser executing on the CSR's device. Alternativelyor additionally, the remote server may comprise a web service whichserves data to a client application installed on the CSR's device using,for example, Extensible Markup Language (XML). It should be understoodthat call center 106 can be interfaced with a local or remote systemcomprising a plurality of modules and functions, of which the ordermanagement module 108 can be but one, which allows the CSRs to managethe process of take-out ordering, and which interfaces with the POSsystems of one or more restaurants. This allows restaurants andcompanies to manager their menus and process flows, generate reports,and the like.

The order is sent by the CSR or by the order management module 108 tothe associated restaurant's Point-of-Sale (POS) system 110, such thatthe order can be placed and the bill generated within the restaurant'ssystem. The order may be sent over the Internet or other network usingstandard protocols. The POS system may be integrated with the kitchen112 for order fulfillment. In step 114, the customer picks up the orderfrom the restaurant.

In this manner, the take-out ordering process may be removed from therestaurant and its employees. This alone, can significantly reduceproblems and increase revenue by eliminating distractions, hold times,dropped calls, and other problems that lead to bad customer experiencesand/or lost revenue. In addition, the CSRs can be fully trained on themenus, specials, preferences of customers, trends, and the like, suchthat they can actually enhance the customer experience and increasesales through up-selling, offering suggestions, making the customeraware of special offers, and the like. As a result, the processillustrated in FIG. 1 can enhance revenue derived from the take-outordering process.

In an alternative or additional embodiment, online or mobile orderingcan be supported. In such an embodiment, the customer can interface withthe order management module 108 or similar module directly, instead ofthrough a CSR. The module may comprise or communicate or interface witha web-based or mobile-application-based user interface. Using anapplication on a desktop, laptop, tablet, smart phone, or othernon-mobile or mobile personal computing device, a customer can input anorder into a graphical user interface provided by the module. Forexample, the application may be a conventional browser and the ordermanagement module 108 or other module can serve web pages over theInternet or other network to the customer's device. The module may beable to serve different web pages depending on the destination (e.g.,call center, non-mobile device, or mobile device). The web pages maycomprise selectable menu options and/or input fields into which acustomer can enter order information. The web pages or other graphicaluser interface may also comprise up-sells, suggestions, special offers,and the like, which are displayed or offered during one or more stagesof the order entry process.

The customer may then submit the order information, for example, byposting the information over the Internet or other network to a servletof a web server on a remote server or servers (e.g., the same servershosting the order management module 108). Once the order has beensubmitted, the process may proceed as discussed above, wherein the ordermanagement module 108 or other module sends the order information to theassociated restaurant's POS system 110.

FIG. 2 illustrates an example take-out order management system,according to an embodiment. At the heart of system 200 is ordermanagement authority 202. The term “authority” is intended to refer toone or more of a variety of different resources required to carry outthe functions and processes described herein. These resources mayinclude, without limitation, servers, processors, co-processors, memory,databases, routers, programs, routines, software modules, applications,user interfaces, displays, and the like. It will be understood thatthese resources can include one or multiple servers, computers,processors, routers, and the like, which can be located in one place ordistributed among different locations and possibly across differentgeographic regions.

Order management authority 202 can be interfaced with or include aplurality of functional modules 204 that may be configured to managevarious processes and information. Authority 202 can also be interfacedwith or include one or more databases 208, which can store and providedata, information, instructions, and the like for authority 202.Authority 202 can also be interfaced with one or more restaurant POSsystems 210. Users, such as administrators, CSRs, and/or customers, mayaccess authority 202 using a terminal 214, which is connected toauthority 202 either directly or via a network 212, which may compriseone or more intranets, virtual private networks (VPNs), and/or theInternet (including the World Wide Web). Authority 202 can also beinterfaced with or can host a social networking site.

FIG. 3 illustrates example modules of an order management authority,according to an embodiment. For example, the modules 204 of ordermanagement authority 202 in FIG. 2 can comprise an order manager 302, arestaurant manager 304, a new order manager 306, a company manager 308,a menu manager 310, and a report manager 312. In addition, the ordermanagement authority 202 may also comprise an administration module ormodules (not shown). Each of these modules can include sub-modules.Also, it should be understood that the arrangement of modules andsub-modules, illustrated in FIG. 3 and described herein, is only forillustration purposes, and that different configurations of modules arecontemplated, including configurations with more or fewer numbers ofmodules. One or all of the modules can be communicatively coupled todatabase(s) 208. In addition, in certain embodiments, some or all of thesoftware modules can use Secure Socket Layer (SSL) or other conventionalencryption technologies.

As used herein, the term “company” refers to a corporate entity, such asa restaurant for which take-out orders are managed. The term“restaurant” refers to a specific location of a particular restaurantowned by a company. “Customer” refers to a customer of a company orrestaurant. “Client” refers to a company or restaurant which utilizesthe disclosed systems and processes.

Administration Module

In order to facilitate administration of the system, an administratormodule or modules can be provided. Different types of login can beprovided, including, without limitation, administration login, companylogin, and CSR login. Administration login provides access foradministrators (e.g., call center administrators, softwareadministrators, etc.) of the overall order management authority. OneUniform Resource Locator (URL) can be provided (e.g.,www.yourOMA.com/admin). When an administrator logs in through theadministration login, he or she may be able to see all companies andrestaurants which are clients of the order management authority. Theadministrator may also have access to all or a subset of the software,databases, and/or database records of the authority.

Using the administration module, the administrator can add and removecompanies and set up a company profile database. For instance, FIG. 4illustrates a graphical user interface for managing company profiles,according to an embodiment. The user interface can allow anadministrator to view and edit company information, including, withoutlimitation, company name(s), corporate address, corporate telephone andfax numbers, corporate contact person and contact information, corporatewebsite, corporate logo, and the like.

The administrator can also set up login credentials for companyadministrators. Call center administrators may be permitted to set upuser login's for each company or restaurant for which the call centerwill be answering calls. It should be understood that administrators canbe given different roles and/or permissions, and have access todifferent subsets of resources (e.g., companies, restaurants, databases,etc.) as defined by those roles and/or permissions. FIG. 5 illustrates agraphical user interface for managing roles and permissions, accordingto an embodiment. An administrator can add and remove administrators andassign preset administrative levels to the administrators, or create newadministrative levels. The preset or custom administrative levels cancomprise sets of permissions, such as access permissions to specificmodules of the order management authority.

Company login provides access for company-specific orrestaurant-specific administrators. For example, each company orrestaurant location may have an administrator who is charged withconfiguring company-specific or restaurant-specific settings. One URLcan be provided for all company and restaurant logins (e.g.,www.yourOMA.com/company or yourOMA.company.com). Company administratorscan set up logins for specific restaurant personnel or other companyemployees. Company login provides access to the software, databases,and/or database records, which are specific to the company orrestaurant. In an embodiment, administration and company

CSR login provides access for CSRs. Access can be granted to CSRs for aspecific restaurant, restaurant group, different restaurants, etc. Aswith the other login types, one URL can be provided for CSR logins(e.g., www.yourOMA.com/company or yourOMA.company.com). In anembodiment, administration login and company login provides access toall software modules, whereas CSR login only provides access to the neworder and order management modules only.

In an embodiment, when an administrator is logged in, he or she can bepresented with a graphical user interface comprising a header displaywith image icons or text links to available software modules. Asdiscussed above, the software modules may comprise order manager,restaurant manager, new order, company manager, menu manager, and/orreport manager modules.

Order Management Module

The order management module 302 can provide a graphical user interfaceto facilitate order management. The graphical user interface maycomprise a row or grid layout or other layout displaying fields for oneor more take-out orders. Each order may correspond to one row, and eachrow may comprise one or more fields, including, without limitation, oneor more of the following fields:

-   -   Order type. For example, order type may be one of “pick-up” and        “curbside.” Text or a small image icon or color box can be used        to indicate the type of order, and distinguish it from other        types.    -   Date. This field is the date that the order was entered into the        system or processed.    -   Order Number. The order number may be a unique and/or        sequentially-assigned number or character string. In an        embodiment, each company can be assigned their own set of number        sequences or assignment algorithm. Alternatively, the same        number sequence or assignment algorithm can be used for all        companies in the system. In an embodiment, a code which is        unique to a company can be pre-pended or appended or otherwise        incorporated into the order numbers. For example, if the company        name is Acme Restaurant Company, each order number associated        with the company can comprise the code “ACR” in conjunction with        a sequentially-assigned number (e.g., ACR12526).    -   Version. The version indicates the number of times that the        order has been edited or modified, and/or the number of times        that the order has been sent to the restaurant (e.g., to the        restaurant POS system).    -   Order Amount. This field is the total dollar amount of the        order, including food, restaurant-added fees, sales tax,        delivery fees, etc.    -   Age. This field is the actual age of the order. It can comprise        a count-up clock, which starts at zero (0) when the order is        submitted either by the CSR or order management module (e.g., by        the customer via a web page), and counts up (e.g., in minutes        and/or seconds) until the order is completed.    -   Restaurant. This field comprises the name of the restaurant to        which the order is being or has been sent.    -   Customer Type. Customer type can comprise a code indicating the        type of customer. In an embodiment, the customer type can        comprise residential (e.g., “R”), business (e.g., “B”),        hotel/motel (e.g., “H”), catering (e.g., “C”), pharmaceutical        representative (“P”), etc.    -   Customer Name. This field can comprise the customer's first and        last names.    -   Company/Hotel. This field can comprise the company or hotel        name.    -   Address. This field is the street address of the customer        location. If the order involves delivery, the address can        comprise the delivery address. Otherwise, and alternatively, the        address field can comprise the billing address (e.g., of a        credit card used to pay for the order).    -   City. This field comprises the city of the customer's location.    -   State. This field can comprise the two letter state code or full        state code of the customer's location. Since some people are not        familiar with all of the two-letter state codes, in an        embodiment in which two letter state codes are used, a popup can        be utilized to show the corresponding state name, possibly, as a        list of all state codes and corresponding state names.    -   Zip Code. This fields comprises the Zip Code of the customer's        location.    -   Phone Number. This field comprises the customer's main contact        phone number.    -   Pick-up Time. This field comprises the pick-up time, which may        either be set manually by the CSR or customer during the order        placing process, or automatically based on the time that the        order is submitted and a preparation time which may be        designated by the restaurant. For example, if an order is placed        at 1:00 PM and the restaurant designates an estimated        preparation time of 25 minutes, the pick-up time can be set as        1:25 PM.    -   Order Times. This field shows all the times associated with the        order process.    -   First Operator. For embodiments in which a call center is used,        the first operator field comprises the name or other identifier        of the CSR who entered the initial order.    -   Last Operator. For embodiments in which a call center is used,        the second operator field comprises the name or other identifier        of the CSR who last edited the order.

In an embodiment, as an order progresses through the ordering process,each row can indicate the step of the process in which it is in, forexample, using color-coding or other indications. For example, each stepor status can correspond to a different color or other indication. Suchsteps or status can include, without limitation, one or more of thefollowing:

-   -   (a) New Phone Order. This status indicates that a new order has        been placed by a CSR or via an online or mobile application        (e.g., through a website).    -   (b) Advanced Phone Order. This status indicates that an advanced        order was placed by a CSR or via an online or mobile        application. The date of the order as well as the pick-up or        delivery time can be manually entered by the CSR or customer.    -   (c) Send Order. This status indicates that the order has been        sent to the restaurant, either to the restaurant's POS system,        or by fax, email, etc.    -   (d) Confirm Order. This status indicates that it has been        verified that the order was actually received by the restaurant.        Verification can be performed via a confirmation from the        restaurant (e.g., by electronic message, email, phone, fax,        etc.). Where manual entry is performed, a popup box can be        provided for manual entry of the restaurant personnel's name who        is confirming receipt of the order.    -   (e) Order Complete. This status indicates that the order has        been completed, i.e., the order has been paid for and/or        received by the customer.

In an embodiment, the list of orders can be filtered. The system can benational and CSRs can handle different time zones, restaurant groups,cites, states, etc. Thus, the company administrator and/or call centeradministrator may be permitted to set the view of orders for each CSR.For example, checkboxes and/or drop-down menus can be provided andselected by the administrators. These inputs can specify and activatefilters, including without limitation: all orders today, orderstomorrow, advanced orders, by restaurant, by city, and/or by state.

The user interface of the order management module can provide actionbuttons or other inputs to facilitate management of the list of orders.These inputs can include, without limitation, one or more of thefollowing:

-   -   View Order. The user can highlight an order and/or click a        button or link associated with a specific order to view the        order with all information.    -   Edit Order. The user can highlight an order and/or click a        button associated with a specific order to edit and save an        order.    -   Send Order. The user can highlight an order and/or click a        button or link associated with a specific order or group of        orders to send the order(s) to the restaurant for order        preparation. Order may be sent according to sending rules, as        discussed below. When orders are sent, the restaurant may        receive two copies of the order: one for the restaurant and one        for the customer.    -   Confirm Order. The user can highlight an order and/or click a        button or link associated with a specific order to activate a        popup or other interface displaying a phone number or speed dial        number associated with the restaurant and/or an address of the        restaurant, and an input field for entering a name of the person        at the restaurant who confirms receipt of the order.    -   Complete Order. The user can highlight an order and/or click a        button or link associated with a specific order to show that the        order is complete.    -   Change Restaurant. The user can highlight an order and/or click        a button or link associated with a specific order to activate an        input (e.g., textbox, choice box, drop-down, etc.) that enables        the user to select a different restaurant to which the order        should be switched. In an embodiment, the input only comprises        restaurants with the same group of restaurants (e.g., chain        restaurants within the same company).    -   Cancel Order. The user can highlight an order and/or click a        button or link associated with a specific order to cancel an        order. In an embodiment, if the user chooses to cancel the        order, an input (e.g., textbox, choice box, drop-down, etc.)        pops up for entering or selecting a reason for the cancellation.        There may be a time limit (e.g., from time of order submission,        or transmission to the restaurant) for a CSR to cancel an order,        after which the CSR can no longer cancel the order. Such a time        limit allows a restaurant to designate a time period, after an        order has been sent to the restaurant, after which the order        cannot be canceled.    -   Fax Customer Order. The user can highlight an order and/or click        a button or link associated with a specific order to fax an        order to a customer. In an embodiment, if the user chooses to        fax the order, an input pops up for entering a customer fax        number, to which the order is faxed.    -   Fax Menu. The user can highlight an order and/or click a button        or link associated with a specific order to fax a restaurant        menu to a customer. In an embodiment, if the user chooses to fax        the menu, an input pops up for entering a customer fax number,        to which the associated restaurant's menu is faxed.

FIG. 6 illustrates an example graphical user interface provided by anembodiment of the order management module. A grid of orders 608 listsfields for the date, order number, amount, age, version, restaurantlocation, pick-up time, sent time, delivery driver, customer name,address, telephone number, and CSR associated with the order. In someinstances, the field comprises a link to information. In the illustratedembodiment, the user interface comprises a search box 602 for searchingorders, e.g., using keyword matching. The user interface also comprisesfilters 604 for filtering the order list 608 by time period, order type,and status.

The order management authority can handle faxing. Alternatively, a thirdparty can handle the faxing, and the order management authority caninterface with the third party via an application programming interface(API). Orders can be faxed to a restaurant using a fax number which canbe set in the restaurant manager module 304. In an embodiment, faxcommands can return an error message if the fax was not sent or receivedproperly. The error message may comprise a reason why the fax was notproperly sent or received.

Restaurant Management Module

The restaurant management module 304 facilitates the management ofrestaurants which utilize the order management authority for take-outorder processing. For example, an administrator can use the restaurantmanagement module to add, delete, or otherwise modify restaurants in thesystem and/or information associated with the restaurants in the system.

In an embodiment, the restaurant management module 304 can enable anadministrator to set information, such as hours, geographical zones,fees, taxes, and the like, for each restaurant. For instance, FIG. 7illustrates an example graphical user interface, according to anembodiment, through which an administrator can set daily open and closehours for breakfast, lunch, and dinner.

FIG. 8 illustrates an example graphical user interface, according to anembodiment, through which an administrator can create, edit, or deletegeographical zones. An administrator can input a name and/or descriptionfor a geographical zone. In an embodiment, zones can be associated withgeographical boundaries. For instance, as illustrated in FIG. 9, ZipCodes can be assigned to zones using a graphical user interface. Once azone has been created and can be associated with a restaurant locationor a group of restaurant locations to facilitate a restaurant selectionduring the ordering process. For example, if a CSR or customer searchesfor a restaurant location based on an address of the customer, the ordermanagement authority can identify a Zip Code within or associated withthe address, determine which zone the Zip Code falls within, andretrieve the restaurant location or locations associated with that zone.

FIG. 10 illustrates an example graphical user interface, according to anembodiment, through which an administrator can add fees associated witha restaurant and/or group of restaurants. For instance, an administratorcan create a new fee, set a fee calculation method (e.g., fixed amount,percentage of order, etc.), fee amount (e.g., dollar amount, percentage,etc.), fee name, fee description, whether sales tax should be calculatedon the fee, and/or, if sales tax should be calculated, the applicablesales tax percentage or amount. In an embodiment, the administrator canalso choose an order type to which the fee applies (e.g., pick-uporders, curbside orders, delivery orders, etc.). FIG. 11 illustrates agraphical user interface, according to an embodiment, through which anadministrator can view and set fees and required gratuities fordelivery. In this example, the fees can be set independently forbreakfast, lunch, and dinner orders. The fees may also be conditional.For example, the fee or required gratuity may only apply to orders thatare under a threshold dollar amount.

Additionally or alternatively, fees can be associated with a paymentmethod. For example, FIG. 12 illustrates a graphical user interfacethrough which an administrator can select one or more payment methods towhich a fee should apply, as well as the percentage or dollar amount ofthe fee, and whether sales tax should be calculated on the fee.

In an embodiment, sending rules can be set for specific restaurantlocations. The sending rules can be set up prior to order management,and selected for each restaurant via an input (e.g., radio buttons)associated with each restaurant in a user interface of the restaurantmanagement module 304. For example, the sending rules may comprise,without limitation, one or more of the following:

-   -   Send Now. According to this rule, once the order is entered        and/or displayed in the order management module 302, it is        automatically sent to the restaurant (e.g., to the restaurant's        POS system, fax number, and/or email address). A set delay        (e.g., 60 seconds) can occur between the entry of the order and        the time at which it is sent to the restaurant. Alternatively,        the order can be sent immediately after entry. Sub-rules or        criteria may be set and applied to each order to determine        whether the order should be sent according to this rule. For        instance, a maximum and/or minimum dollar amount may be set,        such that only orders which fall below the maximum or above the        minimum are sent according to this rule. Further criteria may        include a minimum customer order and an order origin. For        example, the rule may set so as to only apply to phone orders,        Internet orders, or all orders.    -   Hold Time. According to this rule, the order is held and then        sent automatically after a period of time set by the restaurant.        The hold time may be set as any amount or selected from a range        of amounts (e.g., 2 minutes to 60 minutes). This rule can be set        for orders that are to be completed within the same business day        as the order is placed. The rule may also comprise sub-rules or        criteria. For example, the rule may be set to apply up to a        maximum/minimum dollar amount, all orders, one or more order        types (e.g., pick-up, curbside, delivery, etc.), and/or one or        more time periods, such as peak time periods (e.g., 6:30 AM to        7:15 AM for breakfast, 11:30 AM to 12:45 AM for lunch, 6:00 PM        to 7:30 PM for dinner) or off-peak time periods. For example,        one hold time rule can be set for peak hours (e.g., a 15 minute        hold time) and a different hold time rule can be set for        off-peak hours (e.g., a 3 minute hold time).    -   Advanced Order. Using these rules, a restaurant can set how much        time it wants for all advanced orders. In an embodiment, times        can be set from between 2 minutes and 48 hours. Different rules        can be set for same-business-day advanced orders (e.g., the        order is placed at 9:30 AM via an online order and the customer        requests pick-up at 11:45 AM) and non-same-business-day advanced        orders (e.g., the order is placed at 9:30 AM via an online order        and the customer requests to pick-up the order at 11:45 AM        tomorrow). Sub-rules or criteria can be set, including        maximum/minimum dollar amount, order type, peak time periods,        off-peak time periods, and the like.    -   Manual Send. If manual send is set, no rules apply. The order is        sent when a user of the order management module manually selects        to send the order, e.g., via a button or link associated with        the order. The “Send” button or link may be viewed as a        universal button to manage all manual send functions for all        orders displayed by the order management module 302.

Thus, two methods, i.e., automatic or manual, can be used to send ordersto restaurants. The automatic method is determined by the business rulesset for and/or by each restaurant. The manual method is determined by auser interaction with the user interface of the order management module302. It should be understood that the actual transmission of the orderfrom the order management module 302 or other module to the restaurantcan be the same in both methods. For example, messages comprising theorder information (e.g., in XML or other format) may be queued and thensent by a network interface of the order management authority.

Automatic orders which fail because of connection errors with therestaurant's POS system or other errors can be flagged (e.g.,highlighted or otherwise distinguished from non-failed orders) by theorder management module 302. In the event of a failure, the order can beautomatically re-sent (e.g., 3 times per minute). If the failurepersists after a certain period of time or a certain number of attemptsto re-send the order, the order can be removed from the message queue.In this case, the order may need to be manually sent by a user of theorder management module 302.

In addition to sending rules, business rules can also be set for eachrestaurant or group of restaurants. If any of the business rules are notmet with respect to a particular order, the order can be flagged in auser interface of the order management module 302. For example, thebusiness rules may comprise, without limitation, one or more of thefollowing:

-   -   Send Options. The default may be set to the “Send Now” rule        discussed above, so that all orders for this restaurant are        automatically sent to the restaurant. However, an administrator        may choose a different send rule to use.    -   Food Preparation Before Open. The default may be “Call        Restaurant for Approval.” An error message can be included for        this field, if the restaurant is chosen for an order and does        not fit within the criteria. In this case, the order may need to        be manually dealt with.    -   Preparation Time. This is the estimated time required to prepare        an order. The default may be set to 15 minutes.    -   Drive Time. The default may be set to 10 minutes.    -   Order Per Hour. This is the amount of orders a restaurant can        handle in an hour. The default may be based on the set        preparation time (e.g., if the preparation time is 15 minutes,        the order per hour can be set to 4, i.e., 60 minutes/15        minutes).    -   Minimum Dollar Amount Per Order. The default may be set to $1.    -   Maximum Dollar Amount Per Order. The default may be set to $100.    -   Add Food and Add Preparation.    -   Advanced Orders. This indicates whether the restaurant accepts        advanced order. The default may be set to “yes.”    -   Canceled Orders. This indicates whether the restaurant allows        cancellation of orders. The default may be set to “yes.”

New Order Entry Module

The new order entry module 306 enables entry of an order by a CSR and/orby a customer directly (e.g., via a user interface of a web page). In anembodiment, online or mobile ordering is performed through a separatemodule than call center ordering.

In embodiments, in which a CSR operates the new order entry module 306to take an order from a customer, for example, over the phone, themodule may give the CSR an option to search for customer information.For example, the CSR may be able to search for a customer using one ormore of a phone number, first name, last name, and/or company name. Ifthe correct customer is returned by the search, the CSR can select tobegin the food order. Otherwise, if the correct customer or noinformation is returned by the search, the CSR can select to add a newcustomer.

FIG. 13 illustrates an example graphical user interface, which enables aCSR to search for a customer, as well as enter information for a newcustomer. The interface displays restaurant information (e.g., link towebsite or further details, address, phone number, link to directions,available order types, etc.) for the restaurant which the customercalled and through which the call to the call center was routed. If acustomer was a prior customer and is found and selected in a search bythe CSR, a history of previous orders made by the customer can bedisplayed to the CSR, as illustrated in FIG. 14. The CSR may be providedwith the option to duplicate an order if the customer desires, as wellas enter temporary (for this order only) or permanent instructions (forthis order and future orders) on behalf of the customer.

If the CSR selects to add a new customer, the CSR can be prompted by thenew order entry module 306 for customer information, including withoutlimitation customer type, first name, last name, company/motel, hotelguest name, hotel guest room number, address, suite/floor/room, city,state, Zip Code, telephone number, email address, mobile phone number,order type choice, building name, and/or a pharmaceutical representativecheckbox. Customer type can comprise, for instance, residential,business, hotel/motel, catering, and/or pharmaceutical representative.Furthermore, the exact combination of customer information inputspresented to the CSR via the user interface may depend on the selectedcustomer type. In other words, different fields may be requested fordifferent customer types.

Once a customer has been selected or entered, a list of restaurantlocations can be displayed by the user interface to the CSR. The list oflocations can be derived by the new order entry module 306 based on thecustomer's address. The CSR may select a restaurant from the list. Theuser interface may also comprise a map (e.g., using Google Maps), whichshows the location of each restaurant in the list and/or the selectedrestaurant. The user interface may also provide textual and/or graphicaldirections from the customer's address to the restaurant's location. Theuser interface can also display which order type services (e.g.,pick-up, curbside, delivery, etc.) are offered by each of therestaurants in the list. Once all order information has been entered,the CSR can select to send the order to the restaurant (e.g., to therestaurant's POS system) for fulfillment.

In embodiments in which the new order entry module 306 comprises onlineordering functionality, a wizard-like series of screens can be presenteddirectly to customers. For example, this can be implemented via webpages (e.g., ASP web pages) which the customer is able to retrieve andview using a standard browser executed on a computing device. One ormore web page of a website may be provided to the customer, which allowsthe customer to find the closest restaurant location (e.g., using astreet address, cross streets, city, state, Zip Code, etc.), registerwith the website to obtain credentials (e.g., username/email address andpassword) for logging in to the website, log in to the website, and/orview a corporate menu. The customer may also be permitted to search forrestaurant locations based on order type (e.g., pick-up, curbside,delivery, etc.).

A list of restaurants meeting the criteria input by the customer (e.g.,address, order type, etc.) can be displayed. For example, the list maycomprise the restaurants geographically closest to the customer'sspecified address which offer an order type selected by the customer. Ifthe order type is delivery, only one or two restaurant locations may bedisplayed based on their Zip Codes and other geographical settings setforth in a geography management module.

The list may comprise information for each restaurant and/or a link toinformation for each restaurant. The information may comprise theaddress and telephone number for the restaurant, as well as a link toview the restaurant's menu (e.g., as a PDF file). The information mayalso comprise driving directions (e.g., via Google Maps, MapQuest,etc.). The information may also comprise a button or link that, whenactivated, initiates order processing (e.g., an “Order Now” button).

Placement of an order by a customer can follow the same logic as anorder entered by a CSR. A user interface comprising one or more screens(e.g., multiple screens presented in succession) can be presented to thecustomer (e.g., via dynamic or static web pages of a website). The userinterface may comprise multiple inputs for selecting menu items and thetime and date for pick-up of an order. If different menus are availableat different times of day (e.g., breakfast, lunch, and dinner menus),the particular menu presented to the customer may be based on theentered or selected pick-up time. The customer may also have the optionto select from a particular menu (e.g., catering menu, happy hour menu,specials menu, etc.).

For example, FIG. 15A illustrates an example menu screen which may beprovided to a CSR or customer. In the illustrated example, the user canselect the type of menu (i.e., regular or catering). Furthermore, foreach menu, the user can select from a plurality of categories orscreens, such as “Appetizers,” “Soups,” Salads”, and the like.

The user can then select a menu item. As illustrated in FIG. 15B, agraphical user interface can be provided which provides the user withinformation about the menu item, such as ingredients, allergens, and thelike. This information may be added through the menu management module310. Inputs can be provided for entering a quantity of the menu item tobe purchased, selecting available options, comments, and the like. As auser adds menu items to the order, the order details can be shown andupdated in a section of the user interface, including on all menuscreens. This interface can also be used to up-sell the customer, forexample, by offering side dishes which may be added and/or suggestingfood pairings or other menu items which the customer may enjoy. FIG. 15Cillustrates an alternative interface to the one shown in FIG. 15B, whereup-sell items 1302 are shown and associated with inputs 1304 whichenable the user to add the items to the order.

After a customer has entered his or her order, the customer may beprompted to either log in or register with the order managementauthority or other system interfaced with the order managementauthority. If a customer registers with the authority, the authoritygenerates a user profile associated with the customer. The profilecomprises customer information input by the customer during theregistration process, such as name, credentials for authentication(e.g., username/email and password), contact information, billinginformation, customer type (e.g., residential, business, catering,hotel/motel, pharmaceutical representative), and the like. Alternativelyor additionally, the customer may be permitted to submit the orderwithout registering or establishing a profile with the system.

The customer may be prompted to choose or input a payment method, priorto submitting the order for fulfillment. For example, the user interfacemay comprise an input through which the user can choose to pay by creditcard, debit card, gift certificate, at pick-up, etc. If the user choosesto pay for the order online, the user interface may also comprise inputsfor entering payment information (e.g., credit card number, expirationdate, billing address, etc.). FIG. 16 illustrates an example graphicaluser interface, according to an embodiment, through which the user canspecify a pick-up time including advanced pick-up times, payment type(e.g., cash, credit card, check, house account, gift card, etc.), andpayment information.

Prior to submitting the order, the user interface may prompt thecustomer to confirm the order. For example, a screen may be providedwhich shows the complete order information and a button or link toconfirm the order, as demonstrated in FIG. 17. The screen or any priorscreen (e.g., payment method screen, prior to payment method screen,etc.) may also present up-sell opportunities. For example, the screenmay present the user with additional selectable menu items (e.g.,desserts, sides, beverages, etc.), which he or she can add to the order,as illustrated in FIG. 18. The screen may also comprise selectablepromotions offered by the restaurant to qualified customers. Theseup-sell and promotional selections may be designated by the restaurantor company, for example, through the menu management module 310.

Once the customer confirms the order, for example, by clicking a buttonor link to process the order, the order is sent to the restaurant. Theorder may be sent to a POS system of the restaurant for entry into therestaurant's internal management system. The order information may besent using XML or other format. A confirmation screen can be displayedto the user, and/or an email confirmation, which may comprise orderinformation, can also be sent to the customer's email address. FIG. 19illustrates example confirmation content, which may be included in a webpage or email, according to an embodiment. As illustrated, theconfirmation can include the order type, restaurant information,including links to the restaurant's website and/or directions to therestaurant, the date of the order, order details and/or a link to orderdetails, the name of the customer, customer information, paymentinformation, the cost of the order, and the like.

In an embodiment, if a customer registers with the order managementauthority or other system interfaced with the order managementauthority, at least a portion of the customer's past order history canbe stored. When a user logs in to the system, he or she may be given anoption to select a past order to be repeated as a current order or as atemplate for a current order. In this manner, the ordering process canbe made faster and more efficient for repeat customers.

Delivery Management Module

The order management authority may also comprise a delivery managementmodule. If a restaurant location supports delivery, the user interfaceof the new order entry module 306 may also include an input for enteringa delivery address.

The delivery management module can include a driver management module,which manages available delivery drivers. For each such driver, thedriver management module may receive, store, and manage fields such asname, address, telephone number (e.g., home, mobile, pager, etc.),Social Security number or Employee Identification Number (EIN),insurance information, vehicle information, delivery fee, tip amount,gas allowance, dispatch name, and/or commission rate.

The delivery management module may generate reports for each driver'sdelivery day. The module may also allow a driver to be checked in to thesystem at the beginning of his or her shift, and receive thegeographical zone that the driver is in. At the end of a driver's shift,the driver can be checked out of the system, and the module cancalculate how much should be collected for the driver's delivery orders.

Menu Management Module

The menu management module 310 facilitates management of the take-outordering menu of a restaurant. In an embodiment, the module 310 importsmenu information from a POS server hosted at or for each restaurant orat a central location which serves multiple restaurant locations. Thisimportation may occur over at least one network, including, for example,the Internet, and all communications may be encrypted (e.g., using SSL).In an embodiment, the menu information is continuously or periodicallysynchronized with the POS system of each restaurant utilizing the ordermanagement authority. The synchronization can be performed automaticallyor manually (e.g., in response to an administrator interaction with themenu management module 310 or other module). It should be noted that thesynchronization between module 310 and the POS system may be one-way, inthe sense that menu information stored in the order management authority202 is updated in response to modifications to menu information in thePOS system, but menu information in the POS system is not updated inresponse to modifications to menu information in the order managementauthority 202 (e.g., using menu management module 310). For example,changes to items, prices, screens, modifier groups, and the like, areperiodically extracted by the order management authority 202, and may bepushed to web servers which dynamically generate web pages, such thatchanges in the menu data on the restaurant POS system are quicklyreflected in the menus presented to CSRs and customers. In addition, newitems which are added to the restaurant POS system are quickly availablefor arrangement and modification in the menu management module. Logs andreports can be maintained and utilized to identify changes in the menudata for review by administrators.

FIG. 20 illustrates the synchronization method, according to anembodiment. In step 2002, menu data is extracted or imported from arestaurant's POS system. The menu data may comprise, for each menu item,a name, a system identifier associated with the menu item (e.g., uniquenumeric or alphanumeric identifier), price, screen assignment, and/ormodifier group assignment (e.g., cheese, temperature, condiments, etc.).The menu data is imported into one or more databases, such as database208 of order management authority 202. In an embodiment, all informationand relationships from the POS database are preserved duringimportation. For example, menu item names, system identifiers, prices,screen assignments, and modifier group assignments and requirements(e.g., for a menu item, customer must choose exactly one temperature,may choose unlimited pizza toppings, or choose two side items, etc.) mayremain the same, such that the menu data in order management authority202 mirrors the menu data in the POS system from which they wereimported.

When menu data is imported from the POS system, the menu items may bestructured in a particular arrangement and/or on a particular set ofscreens. In an embodiment, by default, this structure is initiallymaintained in the order management authority 202. In other words, theview of the menu, including its structure, arrangement, and menu items,that a CSR or customer would see (e.g., by interacting with the neworder entry module 306) may initially be the same as the view thatrestaurant personnel would see when interacting with the restaurant'sPOS system.

In an embodiment, the menu management module 310 provides a userinterface which enables administrators to perform adjustments to themenu data. For example, in step 2004, inputs may be provided whichenable the administrator to add menu items, change the names of menuitems, and modify or add descriptions to the menu items. Furthermore,additional information may be added to a menu item, such as ingredientinformation, nutritional information, and allergen information. Inaddition, one or more images may be added for each menu item. Theseadjustments may be subject to certain controls. For instance, in anembodiment, system identifiers, prices, and modifier group assignmentscannot be changed.

In an embodiment, the menu management module 310 also provides a userinterface which enables administrators to manage properties that controlhow menu items are displayed by a graphical user interface of the ordermanagement authority (e.g., by the new order entry module 306). Forexample, in step 2006, an administrator may add or remove screens from auser interface that is to be presented to CSRs and/or customers (e.g.,by the new order entry module 306), as well as add or remove menu itemsand menu options to or from those screens. For instance, the menu dataimported from the POS system may comprise a new salad item on a saladmenu screen. Since the POS system is a management tool, rather than amarketing tool, it would likely not comprise a new menu items screen.Thus, an administrator can create a new menu items screen and add thenew salad, as well as other new menu items, to the screen.

In addition, different menu screens can be presented based on an orderchannel. In an embodiment, the order channels may comprise a call centerchannel, an online channel, and/or a mobile channel. A module of theorder management authority which receives orders, such as the new orderentry module 306, can determine through which channel the order is beingreceived. If the source of the order request is from a call center, thecall-center-specific menu screens can be returned. Similarly, if theorder request is received through a website, online-specific menuscreens can be returned, and if the order request is received from amobile device, mobile-specific menu screens can be returned. In anembodiment, the online-specific menu screens are formatted for standardbrowsers, whereas the mobile-specific menu screens are formatted formobile browsers. In this manner, menu items which may not be applicableto a particular order channel can be removed from the menu screens usedin that channel (e.g., raw fish items can be removed from take-out orderchannels).

In an embodiment, the menu management module 310 allows an administratorto sort the order of menu items as displayed to CSRs or customers. Forexample, the administrator may sort the menu items, such that popular orhigh-margin menu items are at the top of the menu screens.

The menu data imported from the POS system and adjusted and/orsupplemented by an administrator, as discussed above, are stored inorder management authority 202. For example, the menu data can be storedin database(s) 208.

In an embodiment, menus served to CSRs and/or customers are populateddynamically at the time that the menu is served (e.g., from the menudata in database(s) 208). For example, in embodiments which serve themenus via web pages, the menus can be served in dynamically generatedweb pages using Active Server Pages (ASP) or other dynamicweb-page-generation technology (e.g., JavaServer Pages). In such anembodiment, a static page comprising the menu can also be available tobe served by a web server of the order management authority in the eventthat the menu cannot be served dynamically, for instance, due to aconnection failure or other error of the menu management module,database, or other component of the order management authority, or therestaurant POS system from which the menu information is imported. Thestatic page can be updated periodically during normal operation of theorder management authority.

In an embodiment, the menu management module 310 allows a company orrestaurant administrator to add specials to the restaurant menu. Thesespecials can be promoted during order entry and processing.

FIGS. 21A-21D illustrate an example graphical user interface, comprisingmultiple screens or tabs, which can be provided by or for the menumanagement module 310. FIG. 21A illustrates a tab which can be utilizedto add, remove, modify, or otherwise manage one or more menus for aselected restaurant. As can be seen, a navigation menu 2104 can beprovided with drop-downs for selecting locations within a group ofrestaurant locations, groups of restaurant locations within divisions ofa company, and/or a company. A section 2102A displays all menus thathave been created for the selected restaurant. Since a POS system willtypically only have one menu, after an initial import from the POSsystem, only a single menu may exist. However, additional menus may besubsequently added (e.g., a breakfast menu, lunch menu, and dinnermenu). The tab may further comprise a section 2106A which allows anadministrator to edit information (e.g., menu name and description)associated with a selected menu. The selected menu may comprise one ormore screens or “categories,” which can be listed in section 2108A.

FIG. 21B illustrates a tab which can be utilized to add, remove, modify,or otherwise manage screens or categories, which may be associated withthe one or more menus of a restaurant, as illustrated in FIG. 21A. Alist of screens can be provided, as shown in section 2102B. Each screencan be associated with one or more inputs, such as binary inputs (e.g.,checkboxes). In this embodiment, each binary input is associated withone of a plurality of order channels (e.g., call center, online, andmobile channels). In this manner, individual screens can be associatedwith one or more order channels, such that the screen will be visible toCSRs or customers requesting menu information via the associated orderchannels. The tab can further comprise a section 2106B which allows anadministrator to edit information (e.g., screen name and description),and a section 2108B which lists the menu items associated with thescreen selected in section 2102B. The menu items associated with theselected screen are those items which will be displayed on the screenwhen the screen is requested by CSRs or customers. The section 2108B mayallow the administrator to sort or otherwise set the order in which themenu items will be displayed on the associated screen. The section 2108Bmay also allow an administrator to view which menus the selected screenis associated with.

FIG. 21C illustrates a tab which can be utilized to add, remove, modify,or otherwise manage menu items, which may be associated with the one ormore screens, as illustrated in FIG. 21B. A list of menu items can beprovided, as shown in section 2102C. Each menu item can be associatedwith one or more inputs, such as binary inputs (e.g., checkboxes). Inthis embodiment, each binary input is associated with one of a pluralityof order channels (e.g., call center, online, and mobile channels). Inthis manner, individual menu items can be associated with one or moreorder channels, such that the menu item will be visible to CSRs orcustomers requesting menu information via the associated order channels.The tab can further comprise a section 2106C which allows anadministrator to edit information (e.g., menu item name anddescription). The section 2106C may also allow an administrator to editinformation regarding calories, price, cost, ingredients, allergens,portion sizes, and/or nutrition associated with the selected menu item,as well as add one or more images to be associated with the menu item.In addition, the tab may comprise a section 2108C which lists themodifiers or options available for the menu item selected in section2102C. The options available for the menu item are those options whichwill be presented to CSRs or customers if the menu item is selectedduring the ordering process. The section 2108C may allow theadministrator to sort or otherwise set the order in which the optionswill be displayed. The section 2108C may also allow an administrator toview which screens or categories the selected menu item is associatedwith, and which modifier groups the selected menu item belongs to.

FIG. 21D illustrates a tab which can be utilized to add, remove, modify,or otherwise manage modifiers or options, which may be associated withthe one or more menu items, as illustrated in FIG. 21C. A list ofoptions can be provided, as shown in section 2102D. Each option can beassociated with one or more inputs, such as binary inputs (e.g.,checkboxes). In this embodiment, each binary input is associated withone of a plurality of order channels (e.g., call center, online, andmobile channels). In this manner, individual options can be associatedwith one or more order channels, such that the option will be visible toCSRs or customers requesting menu information via the associated orderchannels. The tab can further comprise a section 2106D which allows anadministrator to edit information (e.g., option name and displayformat). In addition, the tab may comprise a section 2108D which liststhe items available for the option selected in section 2102D. The itemsavailable for the option are those items which a CSR or customer mayselect for as option during the ordering process. The section 2108D mayallow the administrator to sort or otherwise set the order in which theitems will be displayed, as well as set a default item.

Report Management Module

The report management module 312 can generate reports related to usageof the order management authority. The module 312 can include an exportfunction which exports ordering information and metrics to a file in oneor multiple formats, including without limitation comma-delimited (CSV)and/or spreadsheet (e.g., Microsoft Excel®) formats. The reportmanagement module 312 can also generate reports. The reports can bedisplayed (e.g., in a web page), inserted as the body of an email andemailed, and/or stored as a file in Portable Document Format (PDF) orother format, for printing or attachment to an email. By way ofillustration, and not limitation, the report management module 312 canbe implemented to generate one or more of the following reports:

-   -   Sales Report. This report can list sales information, including        without limitation total number of orders, average dollar amount        per order, food sales, beverage sales, discounts/promotions        used, sales tax, and/or restaurant/delivery fees. The report can        show sales information for a specified date range (e.g., the        current day, month-to-date, year-to-date, etc.), and by company,        company group, or restaurant location.    -   Menu Item Report. This report can be used to identify which menu        items are selling the most, and/or which are selling the least.        For instance, the report may identify menu items and, for each        menu item, identify number of items sold, total dollar amount        sold, discounts/promotions used, total menu item cost, total        profit in dollars, and total profit percentage. The report can        show menu item sales information for a specified date range        (e.g., the current day, month-to-date, year-to-date, etc.), and        by company, company group, or restaurant location.    -   Order Types Report. This report can be used to identify how        orders are placed. For example, the report may identify order        information by order type. The order types can comprise phone        orders, Internet orders, advanced orders, pick-up orders,        curbside orders, and/or delivery orders. For each type of order,        the report can identify the total dollar amount of food and/or        beverage sales, average dollar amount, total profit in dollars,        and/or total profit percentage. The report can show order type        information for a specified date range (e.g., the current day,        month-to-date, year-to-date, etc.), and by company, company        group, or restaurant location.    -   Order Times Report. This report can be used to identify when        orders are placed. For example, the report may identify order        information by time of day. The times of day may be in the form        of time periods, such as breakfast orders (e.g., 6:00 AM to        11:00 AM), lunch orders (e.g., 11:00 AM to 4:00 PM), and dinner        orders (e.g., 4:00 PM to 11:00 PM). For each time period, the        report can identify the total number of orders, average time        taken to send the order, average time taken to confirm the        order, average time that a driver is en route and/or at a        restaurant, and/or the average time to complete an order. The        report can show order time information for a specified date        range (e.g., the current day, month-to-date, year-to-date,        etc.), and by company, company group, or restaurant location.    -   User Roster Report. This report shows all users assigned to a        client or company.    -   Restaurant Roster Report. This report shows all restaurants.    -   Menu Roster Report. This report shows all menu items with their        cost and retail price.    -   Demographics Report. This report shows all customer information,        including, for example, name, location, email address, and/or        telephone number.

The report management module 312 may also allow administrators toconfigure or customize reports.

Example Ordering Processes

FIG. 22 illustrates an example ordering process, according to anembodiment, which may be used, for example, with the systems andprocesses described herein. If the order is submitted via a call center,in step 2202, a telephone call is received from a customer by a CSR atthe call center. In step 2204, the CSR receives order information fromthe customer and enters it into the order management authority (e.g.,using the new order entry module 306). As the order information isentered, the CSR can be presented with options, such as available sidedressings for a particular salad being ordered, available side dishesfor a particular entrée being ordered, etc. In step 2206, the CSRreviews the options with the customer and enters the customer'sselections.

As the CSR inputs order information, the CSR can be presented withup-selling options, special deals, and the like. For example, there maybe a special on an appetizer, or the CSR can be prompted to ask thecustomer if they would like to add an appetizer or dessert to theirorder. In step 2208, these offers are communicated by the CSR to thecustomer. In step 2210, the entire order can be confirmed. In anembodiment, the CSR can be prompted again in step 2212 with respect toup-selling, for example, if a dessert or beverage has not beenpreviously offered. In step 2214, the entire order can be sent to therestaurant (e.g., to its POS system).

In an alternative or additional embodiment, the order and options areinput directly by the customer into a graphical user interface (e.g.,provided by a web server or other application) and transmitted over anetwork, such as the Internet, to an order management module or othermodule or servlet. In this embodiment, instead of receiving a call instep 2202, the order management authority (e.g., a web server of theauthority) receives a request for the menu information or a graphicaluser interface (e.g., one or more web pages) comprising selectable menuinformation. In steps 2204 and 2206, the customer enters or selects menuitems and options using inputs (e.g., drop-downs, checkboxes, textboxes, text areas, radio buttons, links, etc.) of the graphical userinterface.

As the customer is entering order information, up-sells, promotions, orother offers may be presented to the user via the graphical userinterface (e.g., in separate screens, sections, pop-ups, frames, etc. ofthe interface). Up-selling may be attempted at step 2208, step 2212, orboth steps 2208 and 2212. In step 2210, the customer is prompted toconfirm the order, for example, using a button or link on a screencomprising the received order and options information. In step 2214, theorder is submitted to the order management authority (e.g., using a POSTrequest supported by the Hypertext Transfer Protocol (HTTP)), afterwhich the order information may be transmitted to the restaurant.

Social Networking and Data Mining

In an embodiment, the order management authority 202 can be interfacedwith or host a social networking site or community. Since, in certainembodiments, authority 202 will have information related to specificcustomers' ordering histories, habits, preferences, and the like, thisinformation can be stored and made available to customers via the socialnetworking site. The customers can access the social network to reviewthe histories, preferences, etc. of themselves, as well as others intheir social network. Customers can share all or portions of their orderinformation with the social network or other customers. This sharedinformation may be aggregated to determine the most ordered item,determine the most popular restaurant and/or restaurant location, raterestaurants and/or menu items, make recommendations, share experiences,and the like.

In an embodiment, order management authority 202 can provide customerswith the ability to create and/or modify profiles, preferences, or both.This information can be used, for example, to influence up-sellingrecommendations and menu options presented to the customer (e.g.,directly or via a CSR). All of this information and user interactionscan be stored by system 200.

In fact, in certain embodiments, order management authority 202, oralgorithms interfaced with or running on authority 202, can beconfigured to mine the data stored in databases 208 related to customerorders, selections, histories, times, and the like, in order todetermine various information or metrics that can be used by system 200to improve the experience of dining customers. For example, authority202 can be configured to determine which menu items sell well and whichdo not, whether there is a temporal or geographic correlation with whatsells and when, which up-sell suggestions work and which do not, whichside order suggestions work and which do not, etc. This information canthen be made available to clients of the order management system 202,either free of charge or for a fee. The clients may use this informationto update menus and order flows. In certain embodiments, the updates arepartially or wholly automated. Order management authority 202 can alsouse the information to offer discounts, coupons, specials, and the like,that are targeted to a specific user, thereby increasing the chance thatthe user will take advantage of the offer.

In an embodiment, the social network can be interfaced with otheraccounts belonging to customers (e.g., Twitter®, Facebook®, etc.), andcapable of extracting information from these accounts. Data miningalgorithms can include these accounts to further enhance the availableinformation. Furthermore, various applications, APIs, portals, and thelike, can be used to gather information, not only from customers of theauthority 202, but also from their contacts (e.g., family, friends,acquaintances, etc.) and interactions with other websites which thecustomers visits and/or with which the customer has an account. Usingthis information as a resource enables rapid growth, dramatic expansionof services, and strong profitability, for example, through highlytargeted consumer offers, paid advertising programs, effective use ofpartnering strategies with other companies, and rapid evolution o corebusiness models to adopt emerging technologies and leverage companyinfrastructures and competencies.

In an embodiment, the order management authority 202 can also beconfigured to offer other services, such as reservation services,delivery services, and discount services, such as daily deals, flashsales, location-based specials, loyalty programs, exclusive offers,review programs, local recommendations, cooking and recipe sites orfunctions, food entertainment programming and content, etc. Not only canthis create an integrated dining environment, but all of the informationgathered through these programs can also be integrated and used by thesystem 200 and the algorithms described above.

In an embodiment, the order management authority 202 can support grouporders. FIGS. 23A-23D illustrate graphical user interfaces which enablea customer to create a group order. The graphical user interfaces can beprovided by order management authority 202 (e.g., in a webpage), or canbe provided by a client application executed on a customer's device(e.g., a mobile application on a mobile device). A customer can use thesystems and methods disclosed above to add menu items to a group order,after which the customer may be shown a screen, such as the one in FIG.23A. The screen displays details about the order, such as therestaurant, date and time for pick-up or delivery, an order cut-off timeafter which no more people may join the order, an invitation link whichprovides a link for an individual who wishes to add to the order, and/oran order total. The customer may also specify a per-person dollar limit,a payment distribution (pay for all items together, or each person paysfor his or her own food, etc.), and/or a payment method (e.g., cash,credit card, etc.), as shown in FIG. 23B. In an embodiment demonstratedin FIG. 23C, the customer may also enter a message to be included in theinvitation to the invitees.

In addition, the user interface provides an input or link for thecustomer to invite contacts to join the order, and lists the contactswhich the customer has added to the invitation list. If a customerchooses to add an invitee, the customer may be provided inputs forentering contact information (e.g., name, email address, etc.) and/or alist of contacts can be pulled from an address book or other contactlist. The contact list may be provided by order management authority 202or may be pulled from a third-party site, such as an external socialnetwork (e.g., Facebook) or email application or site (e.g., Gmail,Yahoo Mail, etc.). The address book or contact list may be pulled from athird-party site using an API (e.g., Facebook Connect). Once thecustomer has selected all desired invitees, the customer may submit thegroup order, at which time invitations (e.g., emails) to join the grouporder may be sent to each of the invitees. An order confirmation can bedisplayed to the customer, as illustrated in FIG. 23D.

FIGS. 24A-24C illustrate graphical user interfaces which enable inviteesto join a group order. As illustrated in FIG. 24A, a group orderinvitation can be sent to each of the invitees, for example, as an emailto each invitee's email address. The invitation may include a link to agraphical user interface (e.g., via the new order entry module 306) forselecting menu items and joining the group order. The invitation mayalso include the name of the customer who initiated the groupinvitation, the selected restaurant, the time of pick-up or delivery, acut-off time for joining the group order, and/or instructions forjoining the group order.

If an invitee follows the link (e.g., URL) provided in the invitationshown in FIG. 24A, he or she may be taken to a user interface, whichincludes inputs for joining the order. For instance, the invitee may beable to select menu items and options. The invitee may also be requiredto provide personal information, like his or her name and email address,as shown in FIG. 24B. This information may be pre-populated based onparameters supplied in the query or parameter string of the link thatwas provided to the invitee in the invitation. In an embodiment, theinvitee may be required to log in to or register with the ordermanagement authority 202 prior to joining a group order. As shown, inFIG. 24C, the members of the group order may be allowed to subsequentlyamend their orders by logging in to order management authority 202.However, in an embodiment, the order may no longer be amended followinga specified cut-off time.

Order management authority 202 can be used as an engine to driveadvertising revenues. For example, the authority 202 can employ banneradvertisements on a portal site, customized restaurant-specific offersto targeted consumers, sponsored results in a restaurant search feature,fees for email and text marketing of special deals offered by specificrestaurant brands to customers, and fees or participation revenue forchains to participate in daily deal or loyalty programs.

FIG. 25 is a block diagram illustrating an example wired or wirelesssystem 550 that may be used in connection with various embodimentsdescribed herein. For example the system 550 may be used as or inconjunction with one or more of the modules, as previously describedwith respect to FIG. 3. The system 550 can be a conventional personalcomputer, computer server, personal digital assistant, smart phone,tablet computer, vehicle navigation and/or control system, or any otherprocessor enabled device that is capable of wired or wireless datacommunication. Other computer systems and/or architectures may be alsoused, as will be clear to those skilled in the art.

The system 550 preferably includes one or more processors, such asprocessor 560. Additional processors may be provided, such as anauxiliary processor to manage input/output, an auxiliary processor toperform floating point mathematical operations, a special-purposemicroprocessor having an architecture suitable for fast execution ofsignal processing algorithms (e.g., digital signal processor), a slaveprocessor subordinate to the main processing system (e.g., back-endprocessor), an additional microprocessor or controller for dual ormultiple processor systems, or a coprocessor. Such auxiliary processorsmay be discrete processors or may be integrated with the processor 560.

The processor 560 is preferably connected to a communication bus 555.The communication bus 555 may include a data channel for facilitatinginformation transfer between storage and other peripheral components ofthe system 550. The communication bus 555 further may provide a set ofsignals used for communication with the processor 560, including a databus, address bus, and control bus (not shown). The communication bus 555may comprise any standard or non-standard bus architecture such as, forexample, bus architectures compliant with industry standard architecture(“ISA”), extended industry standard architecture (“EISA”), Micro ChannelArchitecture (“MCA”), peripheral component interconnect (“PCI”) localbus, or standards promulgated by the Institute of Electrical andElectronics Engineers (“IEEE”) including IEEE 488 general-purposeinterface bus (“GPIB”), IEEE 696/S-100, and the like.

System 550 preferably includes a main memory 565 and may also include asecondary memory 570. The main memory 565 provides storage ofinstructions and data for programs executing on the processor 560, suchas one or more of the modules described above. The main memory 565 istypically semiconductor-based memory such as dynamic random accessmemory (“DRAM”) and/or static random access memory (“SRAM”). Othersemiconductor-based memory types include, for example, synchronousdynamic random access memory (“SDRAM”), Rambus dynamic random accessmemory (“RDRAM”), ferroelectric random access memory (“FRAM”), and thelike, including read only memory (“ROM”).

The secondary memory 570 may optionally include a internal memory 575and/or a removable medium 580, for example a floppy disk drive, amagnetic tape drive, a compact disc (“CD”) drive, a digital versatiledisc (“DVD”) drive, etc. The removable medium 580 is read from and/orwritten to in a well-known manner. Removable storage medium 580 may be,for example, a floppy disk, magnetic tape, CD, DVD, SD card, etc.

The removable storage medium 580 is a non-transitory computer readablemedium having stored thereon computer executable code (i.e., software)and/or data. The computer software or data stored on the removablestorage medium 580 is read into the system 550 for execution by theprocessor 560.

In alternative embodiments, secondary memory 570 may include othersimilar means for allowing computer programs or other data orinstructions to be loaded into the system 550. Such means may include,for example, an external storage medium 595 and an interface 570.Examples of external storage medium 595 may include an external harddisk drive or an external optical drive, or and external magneto-opticaldrive.

Other examples of secondary memory 570 may include semiconductor-basedmemory such as programmable read-only memory (“PROM”), erasableprogrammable read-only memory (“EPROM”), electrically erasable read-onlymemory (“EEPROM”), or flash memory (block oriented memory similar toEEPROM). Also included are any other removable storage media 580 andcommunication interface 590, which allow software and data to betransferred from an external medium 595 to the system 550.

System 550 may also include a communication interface 590. Thecommunication interface 590 allows software and data to be transferredbetween system 550 and external devices (e.g. printers), networks, orinformation sources. For example, computer software or executable codemay be transferred to system 550 from a network server via communicationinterface 590. Examples of communication interface 590 include a modem,a network interface card (“NIC”), a wireless data card, a communicationsport, a PCMCIA slot and card, an infrared interface, and an IEEE 1394fire-wire, just to name a few.

Communication interface 590 preferably implements industry promulgatedprotocol standards, such as Ethernet IEEE 802 standards, Fiber Channel,digital subscriber line (“DSL”), asynchronous digital subscriber line(“ADSL”), frame relay, asynchronous transfer mode (“ATM”), integrateddigital services network (“ISDN”), personal communications services(“PCS”), transmission control protocol/Internet protocol (“TCP/IP”),serial line Internet protocol/point to point protocol (“SLIP/PPP”), andso on, but may also implement customized or non-standard interfaceprotocols as well.

Software and data transferred via communication interface 590 aregenerally in the form of electrical communication signals 605. Thesesignals 605 are preferably provided to communication interface 590 via acommunication channel 600. In one embodiment, the communication channel600 may be a wired or wireless network, or any variety of othercommunication links. Communication channel 600 carries signals 605 andcan be implemented using a variety of wired or wireless communicationmeans including wire or cable, fiber optics, conventional phone line,cellular phone link, wireless data communication link, radio frequency(“RF”) link, or infrared link, just to name a few.

Computer executable code (i.e., computer programs or software) is storedin the main memory 565 and/or the secondary memory 570. Computerprograms can also be received via communication interface 590 and storedin the main memory 565 and/or the secondary memory 570. Such computerprograms, when executed, enable the system 550 to perform the variousfunctions of the present invention as previously described.

In this description, the term “computer readable medium” is used torefer to any non-transitory computer readable storage media used toprovide computer executable code (e.g., software and computer programs)to the system 550. Examples of these media include main memory 565,secondary memory 570 (including internal memory 575, removable medium580, and external storage medium 595), and any peripheral devicecommunicatively coupled with communication interface 590 (including anetwork information server or other network device). Thesenon-transitory computer readable mediums are means for providingexecutable code, programming instructions, and software to the system550.

In an embodiment that is implemented using software, the software may bestored on a computer readable medium and loaded into the system 550 byway of removable medium 580, I/O interface 585, or communicationinterface 590. In such an embodiment, the software is loaded into thesystem 550 in the form of electrical communication signals 605. Thesoftware, when executed by the processor 560, preferably causes theprocessor 560 to perform the inventive features and functions previouslydescribed herein.

The system 550 also includes optional wireless communication componentsthat facilitate wireless communication over a voice and over a datanetwork. The wireless communication components comprise an antennasystem 610, a radio system 615 and a baseband system 620. In the system550, radio frequency (“RF”) signals are transmitted and received overthe air by the antenna system 610 under the management of the radiosystem 615.

In one embodiment, the antenna system 610 may comprise one or moreantennae and one or more multiplexors (not shown) that perform aswitching function to provide the antenna system 610 with transmit andreceive signal paths. In the receive path, received RF signals can becoupled from a multiplexor to a low noise amplifier (not shown) thatamplifies the received RF signal and sends the amplified signal to theradio system 615.

In alternative embodiments, the radio system 615 may comprise one ormore radios that are configured to communicate over various frequencies.In one embodiment, the radio system 615 may combine a demodulator (notshown) and modulator (not shown) in one integrated circuit (“IC”). Thedemodulator and modulator can also be separate components. In theincoming path, the demodulator strips away the RF carrier signal leavinga baseband receive audio signal, which is sent from the radio system 615to the baseband system 620.

If the received signal contains audio information, then baseband system620 decodes the signal and converts it to an analog signal. Then thesignal is amplified and sent to a speaker. The baseband system 620 alsoreceives analog audio signals from a microphone. These analog audiosignals are converted to digital signals and encoded by the basebandsystem 620. The baseband system 620 also codes the digital signals fortransmission and generates a baseband transmit audio signal that isrouted to the modulator portion of the radio system 615. The modulatormixes the baseband transmit audio signal with an RF carrier signalgenerating an RF transmit signal that is routed to the antenna systemand may pass through a power amplifier (not shown). The power amplifieramplifies the RF transmit signal and routes it to the antenna system 610where the signal is switched to the antenna port for transmission.

The baseband system 620 is also communicatively coupled with theprocessor 560. The central processing unit 560 has access to datastorage areas 565 and 570. The central processing unit 560 is preferablyconfigured to execute instructions (i.e., computer programs or software)that can be stored in the memory 565 or the secondary memory 570.Computer programs can also be received from the baseband processor 610and stored in the data storage area 565 or in secondary memory 570, orexecuted upon receipt. Such computer programs, when executed, enable thesystem 550 to perform the various functions of the present invention aspreviously described. For example, data storage areas 565 may includevarious software modules (not shown) that were previously described withrespect to FIG. 3.

Various embodiments may also be implemented primarily in hardware using,for example, components such as application specific integrated circuits(“ASICs”), or field programmable gate arrays (“FPGAs”). Implementationof a hardware state machine capable of performing the functionsdescribed herein will also be apparent to those skilled in the relevantart. Various embodiments may also be implemented using a combination ofboth hardware and software.

Furthermore, those of skill in the art will appreciate that the variousillustrative logical blocks, modules, circuits, and method stepsdescribed in connection with the above described figures and theembodiments disclosed herein can often be implemented as electronichardware, computer software, or combinations of both. To clearlyillustrate this interchangeability of hardware and software, variousillustrative components, blocks, modules, circuits, and steps have beendescribed above generally in terms of their functionality. Whether suchfunctionality is implemented as hardware or software depends upon theparticular application and design constraints imposed on the overallsystem. Skilled persons can implement the described functionality invarying ways for each particular application, but such implementationdecisions should not be interpreted as causing a departure from thescope of the invention. In addition, the grouping of functions within amodule, block, circuit or step is for ease of description. Specificfunctions or steps can be moved from one module, block or circuit toanother without departing from the invention.

Moreover, the various illustrative logical blocks, modules, and methodsdescribed in connection with the embodiments disclosed herein can beimplemented or performed with a general purpose processor, a digitalsignal processor (“DSP”), an ASIC, FPGA or other programmable logicdevice, discrete gate or transistor logic, discrete hardware components,or any combination thereof designed to perform the functions describedherein. A general-purpose processor can be a microprocessor, but in thealternative, the processor can be any processor, controller,microcontroller, or state machine. A processor can also be implementedas a combination of computing devices, for example, a combination of aDSP and a microprocessor, a plurality of microprocessors, one or moremicroprocessors in conjunction with a DSP core, or any other suchconfiguration.

Additionally, the steps of a method or algorithm described in connectionwith the embodiments disclosed herein can be embodied directly inhardware, in a software module executed by a processor, or in acombination of the two. A software module can reside in RAM memory,flash memory, ROM memory, EPROM memory, EEPROM memory, registers, harddisk, a removable disk, a CD-ROM, or any other form of storage mediumincluding a network storage medium. An exemplary storage medium can becoupled to the processor such the processor can read information from,and write information to, the storage medium. In the alternative, thestorage medium can be integral to the processor. The processor and thestorage medium can also reside in an ASIC.

The above description of the disclosed embodiments is provided to enableany person skilled in the art to make or use the invention. Variousmodifications to these embodiments will be readily apparent to thoseskilled in the art, and the generic principles described herein can beapplied to other embodiments without departing from the spirit or scopeof the invention. Thus, it is to be understood that the description anddrawings presented herein represent certain embodiments of the inventionand are therefore representative of the subject matter which is broadlycontemplated by the present invention. It is further understood that thescope of the present invention fully encompasses other embodiments thatmay become obvious to those skilled in the art and that the scope of thepresent invention is accordingly not limited.

1. A system for take-out order management and analysis, the systemcomprising: at least one hardware processor; at least one database; andat least one executable software module that, when executed by the atleast one hardware processor, for each of a plurality of restaurants,provides an interactive menu associated with the restaurant to aplurality of users, receives a plurality of orders from the plurality ofusers, and sends the plurality of orders to the restaurant, stores orderinformation related to the plurality of orders and the plurality ofusers in the at least one database, and analyzes the order information.2. The system of claim 1, further comprising at least one applicationinterface to one or more social networking sites for sharing informationbetween the at least one executable software module and the one or moresocial networking sites.
 3. The system of claim 2, wherein the at leastone executable software module further analyzes information receivedfrom the one or more social networking sites.
 4. The system of claim 3,wherein the at least one executable software module further generatesone or more metrics or offers based on the analysis of the orderinformation and the information received from the one or more socialnetworking sites.
 5. The system of claim 1, wherein the orderinformation comprises order histories for the plurality of users.
 6. Thesystem of claim 5, wherein the at least one executable software modulefurther provides offers to the plurality of users based on the analysisof the order information.
 7. The system of claim 6, wherein the offerscomprise one or more of restaurant promotions and up-sell options. 8.The system of claim 6, wherein the offers are provided to the pluralityof users through the interactive menu.
 9. The system of claim 6, furthercomprising at least one application interface to one or more socialnetworking sites, wherein the offers are provided to the plurality ofusers through the one or more social networking sites using the at leastone application interface.
 10. The system of claim 1, wherein the atleast one executable software module further generates one or moremetrics based on the analysis of the order information, wherein the oneor more metrics comprises one or more of a set of one or moremost-ordered menu items and a set of one or more most-popular ones ofthe plurality of restaurants.
 11. A method for take-out order managementand analysis, the method comprising, by at least one hardware processor:for each of a plurality of restaurants, providing an interactive menuassociated with the restaurant to a plurality of users, receiving aplurality of orders from the plurality of users, and sending theplurality of orders to the restaurant, storing order information relatedto the plurality of orders and the plurality of users in at least onedatabase, and analyzing the order information.
 12. The method of claim1, further comprising sharing information with one or more socialnetworking sites via at least one application interface.
 13. The methodof claim 12, further comprising analyzing information received from theone or more social networking sites.
 14. The method of claim 13, furthercomprises generating one or more metrics or offers based on the analysisof the order information and the information received from the one ormore social networking sites.
 15. The method of claim 11, wherein theorder information comprises order histories for the plurality of users.16. The method of claim 15, further comprising providing offers to theplurality of users based on the analysis of the order information. 17.The method of claim 16, wherein the offers comprise one or more ofrestaurant promotions and up-sell options.
 18. The method of claim 16,wherein the offers are provided to the plurality of users through theinteractive menu.
 19. The method of claim 16, wherein the offers areprovided to the plurality of users through one or more social networkingsites using at least one application interface.
 20. The method of claim11, further comprising generating one or more metrics based on theanalysis of the order information, wherein the one or more metricscomprises one or more of a set of one or more most-ordered menu itemsand a set of one or more most-popular ones of the plurality ofrestaurants.